We only ship to residences and places of business. We do not ship to P.O. Boxes, hotels, etc.
All products and supplies are shipped via USPS Priority, UPS Ground, or LTL Freight - whichever offers the best rate for the order size/weight. Depending on what you order and the quantity you order, we typically ship within 1 - 7 business days with an average turnaround time of 2 - 3 business days. Shipping time is additional based on your location from our warehouse in Northern California.
Some orders may take up to 14 days to ship, due to availability. If your order is going to take longer to ship than our normal shipping turnaround time, we will notify you with an estimated shipping date. If you're placing an order with more than 12 of any particular item, we suggest you inquire for stock availability.
HELPFUL TIP: If you plan to order any particular item(s) in bulk, or plan to order them often, please let us know and we will make sure to always keep that item(s) in stock for you at all times.
We will NOT be held responsible for any lost or stolen items that are left on the doorstep. If you have a problem with lost or stolen packages in your neighborhood, you will need to remedy the situation on your end before placing an order.
While most of the time this shouldn't be a problem, ultimately, our responsibility as a supplier ends when we submit the package to the shipping carrier. We can accommodate any requests made to place a package in a particular area (e.g. by the gate, around the side of the house, etc.), if needed.
Live arrival guaranteed. Any issues with live feeder insects must be reported within 24 hours after receiving your order, along with a photo. Any DOA insects will be replaced/added on your next order. There are no returns on live feeders insects.
Damaged items must be reported within 24 hours after receiving your order. Be sure to inspect all of your items as soon as they arrive. Detailed photos of any damaged items must be included in your email. You may email us at firstname.lastname@example.org for assistance.
Depending on the item, we may ask for it to be shipped back, or not. Replacement or credit will be given after reviewing the photos. Please make sure the photos are clear and include a photo of the box your item(s) were shipped in.
For any item that is discovered not to be working out of the box or suddenly stops working will be covered under the manufacturer's warranty. Please email or call us for assistance.
Any and all product returns must be pre-approved. Please email us at email@example.com for assistance. Returns and exchanges must be sent back to our warehouse - at your expense - and must arrive at our location within 30 days from the original shipment date. Any returned product must be in acceptable, unused, resalable condition with the original packaging. Be sure to package the item(s) exactly how they were sent, as we will not be responsible for breakage during transit back to us. Food and Supplements are not returnable for any reason.
In the event we happen to ship you the wrong product, we can either, a.) Refund your shipping costs for that particular item(s); or, b.) Send you the correct items at no additional cost. We may ask for the incorrect item(s) to be sent back, or we may allow you to keep them.
If you wish to cancel or modify your order, please contact us as soon as possible. We will make every effort to accommodate your request, however, once an order has left our premises for shipping it will be out of our hands and the purchase will not be able to be cancelled or modified. In this case, please refer to our Return Policy.
All orders outside of the continental US require additional shipping. When you place your order, we will contact you with the additional amount required to process your order. You can then make payment or cancel your order.